New Member
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4 Messages
Can't call out
I cannot call out on my phone, only receive calls. If I try to make a call, I get redirected to prepaid tiered customer service. No one ever answers after I am put on hold. The Troubleshoot and Resolve Tool wasn't helpful.
This has been going on for two days.
I have a BLU phone. Android version 8.1.0. Model number Vivo XI.
I have the $40 Monthly AT&T PREPAID plan with Auto Pay turned on. There are still 400 minutes of talk available on my plan for the month.
Can you provide details about how to resolve this issue? Thanks!
Accepted Solution
Official Solution
sandblaster
ACE - Expert
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64.7K Messages
3 years ago
You have an unsupported phone that will no longer work when ATT shuts down 3G. They are starting to direct calls to customer support from those phones in an effort to get owners to upgrade their phones sooner. They weren’t supposed to start forwarding calls to customer support until July 1. That may explain why the forwarded calls aren’t getting answered because I would expect those calls to be forwarded to a special group set up specifically for this purpose. The only other solutions are upgrade your phone or switch to a different carrier.
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sondraee
New Member
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4 Messages
3 years ago
Thank you. The information I received from AT&T was that my phone would stop working in 2022 due to the shut down of 3G. It was unexpected and disruptive to have my phone calls stop working at a random moment well in advance of the shut down with no explanation or support.
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sandblaster
ACE - Expert
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64.7K Messages
3 years ago
They have been sending texts to customers in the last week warning them of calls being redirected to customer support but again that wasn’t supposed to start until a July 1. It’s very possible that once you actually reach and talk to customer support, they won’t continue to forward calls to customer support. At this point, no one really knows. The ATTHelp team on this forum doesn’t seem to even know about calls being redirected. Typically ATT mess up.
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ATTHelp
Community Support
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231.5K Messages
3 years ago
We apologize for any miscommunication we've caused @sondraee but let's provide you with some informative details about AT&T's 3G network shut down.
AT&T is shutting down the 3G network to enable the network to better accommodate next generation technologies and services.
On February 22,2022, AT&T will shut down all 3G dependent devices but on MAY 25,2021, AT&T began the Replacement Device program and eligible customers have been sent a notification via email, SMS, and by direct mail about their free replacement device details.
Your replacement will begin shipping 10 days after you're notified. Once you've received your replacement device, you can recycle your old 3G phone.
What do we mean by FREE?
You'll have 30 days from the time the device is shipped to activation your device, then it will be auto-activated which will deactivate your old phone. Call 1.866.895.1099 for activation and use the SIM that comes with the new phone.
Also, you can view additional information about 3G phasing out by selecting the highlighted link.
We hope this helps and enjoy your new device.
Thank you for reaching out AT&T Community Forums.
Jonye, AT&T Community Specialist
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sondraee
New Member
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4 Messages
3 years ago
I have not appreciated the confusing and disruptive process, but thank you for the additional information. A free phone is being shipped to me now. None of the free phones were ones that I am interested in using. Will I be force to switch to my free phone that you are sending, or can I switch directly to a different phone of my choice that I purchase?
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ATTHelp
Community Support
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231.5K Messages
3 years ago
Hi @sondraee,
Since you are on a PREPAID service, you will need to visit one of our stores. This will allow you to choose your device. More information on this is found on the link we provided in our previous post. The entire process behind upgrading/changing your device can be found there. If you have any additional information, please let us know!
Collin, AT&T Community Specialist
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MBATITLAN
New Member
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1 Message
3 years ago
They did same to me. Charged my auto pay then two days later I cant make calls out. Bunch of thieves.
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